Berlin Metropolitan Area
IT Support experience with over 17 years, ITIL v3 Foundation & Hermes 5.1 Certified Creator: "YARAY with power of 3" Method, Simple Steps for Outstanding Customer Service
• Restructured and stabilized a challenging team setup by introducing clear responsibilities, stronger coordination and improved operational governance • Designed and implemented new operational roles, including Ticket Dispatcher and Process Monitor, to increase transparency, accountability and service efficiency • Established regular leadership and communication formats, including weekly 1:1s, team meetings and cross-departmental jour fixe sessions • Drove the implementation and continuous improvement of ITIL-aligned service management processes • Improved operational processes, service coordination and internal collaboration across teams and departments • Monitored critical IT and operational services using various monitoring tools to ensure reliability and faster issue detection • Prepared management reports and operational updates for leadership stakeholders • Planned and organized dedicated training initiatives to strengthen team capability and knowledge sharing • Supported employee retention by developing internal career paths and facilitating internal transfers for qualified team members instead of losing talent externally • Took ownership of both operational and strategic responsibilities within the process operations environment
During this period, I took a deliberate career break to focus on family commitments.
Position: Team Lead IT • on behalf of a long-term sick person • Weekly Face 2 Face meeting with employees • Weekly IT-Team Meeting • Weekly Jourfix with different Departments • Reorganization and renegotiation of contracts with service providers • implement the relevant ITIL Service Management processes • reorganized ON-boarding and OFF-boarding process • Invoices checked and confirmed • Inventory carried out digitally and offline in Snipe-IT • Implement new application for Shared Desk • monitoring the IT services with the help of different monitoring systems • create reports to Head of Controlling • organized dedicated training for employees, o MS365 AZ900, basic Powershell, basic ITIL Training
- Establishment and management of an IT support organization together with the Head of IT Operations - Development of ITIL service management processes for IT support (incident and problem management) and implementation of these processes in our IT service management system OTRS - Technical support for customer onboarding (adaptation of account configurations within the SAP IAM system for access to the Claud based service) - Ensuring customer satisfaction by independently handling technical and professional customer inquiries via phone, email or chat - Complaint management and complaint handling - Identifying and passing on problems with the product and processes as a quality assurance measure - Implementation of a metrics-based continuous improvement process for the IT support organization - Regular reporting of IT support quality to the CTO - Close and proactive collaboration with sales on all customer related issues - Creation and maintenance of a knowledge base to continuously support the support activities - Collaboration in the creation of Service Level Agreements and the subsequent assurance of their compliance - Ongoing maintenance and updating of process and operational documentation for the IT support area